There's literally no incentive for them to keep you as a customer after your bring it back plan is done. Every TELUS rep told me that there's either an upgrade to a new plan or a pay out the phone once BIB is done. When I asked why a customer would want to stay with Telus given these terms (since they're basically treated as if they are a brand new customer after the Bring it Back plan is done), he said the "bring it back plan allows customers to get the newest phones at a price they couldn't otherwise afford!" - I guess meaning they have zero incentive to provide you with service.
Anyway, my point is to avoid their service centre as much as possible cause it aint worth the time - either filing a complaint with the CRTC) or by paying out the phone and selling it elsewhere. I had the same phone and same upgrade phone, and the buy it back price with Apple was identical to what Telus gave me for it. You can probably repair a cracked back at a repair shop or heck, buy a back piece and figure it out on YouTube!
